US Client Success Manager 10052026 - IGTPH

Responsibilities:

• Develop strong relationships with client(s) during the implementation phase to understand the clients' 340B program needs, issues, and other pertinent data required to develop a clear success plan(s).
• Maximize client's 340B program compliance, 340B prescription volume, and program savings through client satisfaction, pharmacy expansion, client/ pharmacy retention, program optimization, and new product expansion.
• Serve as a client advocate and a primary point of contact on managed and key client accounts.
• Develop, update, and execute account project plans incorporating short and long-term objectives.
• Collaborate with the executive sponsor, pharmacy support team, and other internal client's teams to promptly identify any service issues and take the lead in resolving and preventing complex service issues.
• Provide account management leadership including proactively highlighting monthly visibility into key activities and drivers impacting activity levels and driving program profitability. Memorialize all client-related interactions (i.e., meeting agenda, minutes, project plans, etc.).
• Maintain regular communication with client contacts and conduct stewardship meetings to review overall program results and opportunities.
• Manage client expectations, and service commitments and anticipate needs.
• Build and grow client relationships to solidify consultative service partnerships.
• Understand client-specific data and emerging trends and articulate to clients how our services might further drive savings in additional areas.
• Participate in presentations/trainings to prospects, and internal and external clients.
• Undertake all other reasonable duties as required by the executive team.
• Review received client data for accuracy and completeness.
• Provide subject matter expertise and technical expertise to resolve client needs and issues.
• Understand the client's contractual terms with pharmacies and ensure implementation is completed per the contractual terms.
• Work with the clients' 340B contract pharmacies to acquire all required information.
• Work with external vendors (i.e. wholesalers, TPA's, etc.) as required to ensure client success.
• Ensure a positive client experience with the client's 340B software solutions for both the client and the client's 340B contract pharmacies.
• Follow Company's implementation of standard operating procedures (SOPs) and assist in the refinement of SOPs as needed.
• Provide 340B client and client's 340B contract pharmacies a point of contact for communications and escalation of issues related to business operations.
• Enter and prioritize operational IT tickets required for product support and developmental needs to support the client experience as needed.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Leverage the client's internal project management tools to allow for visible transparency in project management status.
• Follow project and procedural workflows, while contributing to improving those workflows.
• Serve as a professional and courteous face of the client's through phone, email, or webinar
• Support and promote Company's values through positive interactions with both internal and external stakeholders.
• Participate in other implementations or intra-departmental initiatives as assigned.
• Partner with the client's IT, Operations, Pharmacy Support, Sales, Accounting, and Account Management teams to ensure optimal operational success of the client.
• Support, educate, and guide the support team as needed to help convey expertise that is key to ongoing client success.
  

Qualifications:

• Graduate of Business Administration, Management, Communication, Healthcare, or any relevant degree
• An intelligent and articulate individual who possesses excellent communication skills and can relate to people at all levels of an organization.
• Must be well-organized, detail-oriented, and self-directed with the ability to work in a fast-paced environment.
• Strong analytical, technical, and problem-solving skills.
• 3+ years of experience in a client-facing position.
• Demonstrates persistence and tenacity when advocating for clients with external vendors.
• Ability to work with multiple clients simultaneously.
• Experience in preparing and interpreting reports.
• Capability to efficiently complete tasks in a fast-paced environment.
• Strong experience in data validation, product testing, and project management.
• Strong experience with MS Office Suite with intermediate Excel knowledge (advanced preferred).
• Excellent organizational and time management skills with the ability to adapt to challenging priorities.
  

Preferred Qualifications:

• Experience with 340B operations and regulations.
• Experience working with retail and mixed-use (hospitals) pharmacies, drug wholesalers, Group Purchasing Organizations (GPOs), and drug manufacturers.
• PMP certification a major plus.
• Pharmacy supply chain experience.